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Zoho Desk Reviews
24 reviews
- 01 Is Zoho Desk any Good? My expert Review
- 02 Pros and cons from reviewers
- 03 Main features
- 04 How Zoho Desk compare to similar software?
- 05 Who is Zoho Desk best for according to our reviewers?
- 06 Zoho Desk Reviews
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01 Is Zoho Desk any Good? My expert Review
Most of my experiences with Zoho Desk have centered on configuring and supporting customer support teams and honestly I've had a pretty good experience overall. The first user was the usability of the interface and its decent automation features that are built into Zoho Desk. While working with a medium-size ecommerce company, I was trying to improve staff functions for their customer service department through operational efficiencies. These efficiencies were attained through automated ticket assignments, and templated responses which reduced their time to respond as responses were turn around quickly and correctly making for satisfied customers.
One of the especially fulfilling experiences I had was supporting an organization that had low contact customer support through tickets from their traveling remote team. They accessed tickets through the app and this assisted in providing an instant access to tickets for teams to be able to respond to customer issues while traveling, and allows them to not sacrifice quality or responsiveness while traveling.
My experiences have not always been easy with bumps along the way. For a consulting organization we had some issues that were problematic, because we were integrating Zoho Desk with Office 365, with syncing disasters that could not be fixed. As I mentioned there were fixes that we had to tried to troubleshoot and there was a lot of extra work or we just had to use work arounds. Also I found configuring SPF/DKIM email authentication parameters were not always clear in setting up, which delayed email deliverables until we could correctly configure email.
Even with the bumpy value in the way, I feel a small inconvenience will never outweigh or diminish the bigger value and benefit of Zoho Desk. The ability to track agent performance and time taken to resolve a ticket for a support software development company that was billing client support hours is worthwhile. These critical tracking measures will provide better billing for clients but will also instill much more client trust.
In conclusion, Zoho Desk is a great tool for businesses looking to build and improve customer support service efficacies. I will admit there a few areas to improve upon; such as resolving issues with messages coming from inbox integration, and adding more functionality to their free plan; but I've never ever seen a company with its efficiency and professionalism creating value for supportive teams.
02 Pros and cons from reviewers
Pros from reviewers
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Enhanced support billing
Zoho Desk aids in enhancing support billing by keeping track of tickets, requiring agents to report the time they spend on tickets, and overseeing resource allocation on a client-by-client basis -
Well-structured and functional mobile app
Zoho Desk is praised for its well-structured design and functional mobile app, which enhances accessibility and ease of use -
Efficient issue monitoring
The software allows users to monitor how quickly each issue is being addressed, ensuring support staff stays on task and enhancing professionalism -
User-friendly interface and excellent customer service
Users appreciate the user-friendly interface and excellent customer service provided by Zoho Desk, which offers quick solutions to problems -
Time-saving automation features
Zoho Desk's automation features save time and enhance efficiency, particularly in responding to customer queries.
Cons from reviewers
-
Email system and spf/dkim verification issues
Some businesses using Zoho Desk have reported that the email system and spf/dkim verification do not work, making it difficult to confirm these parameters -
Integration with other Zoho products could be improved
Some users have reported that the integration of Zoho Desk with other Zoho products could be better, and that its reporting features could be more robust -
Limited integration with Office 365
Despite its well-structured design and functional mobile app, Zoho Desk has been reported to have issues when trying to integrate with Office 365 -
Limited features on the free plan
While Zoho Desk offers a range of features, not all of them are accessible on the free plan, which can limit its functionality for some users -
Poor customer support
Some users have reported that the customer support for Zoho Desk is not satisfactory, with long response times and lack of follow-up on reported errors.
03 Main features
Starting Price
Free Plan
Smart ticketing
Multichannel support
AI-powered assistance
Knowledge base creation
Reporting and analytics
Starting Price
$20
/ user / month
Free Plan
No
Smart ticketing
Multichannel support
AI-powered assistance
Knowledge base creation
Reporting and analytics
04 How Zoho Desk compare to similar software?
Zoho Desk and Zendesk are powerful customer service platforms, but there are differences that set them apart. At first, Zoho Desk stands out thanks to its omnichannel support experience, which includes email, live chat, telephony, social media, and instant messaging. Overall, such an approach allows them to personalize their services according to customer needs. Furthermore, it prides itself on its user-friendly features, which include customization options for the views and ticketing organization features (based on priority and status, for example), which Zendesk only offers through extensions. Finally, the self-service options, including a customizable help center and multilingual support, round out the offer for its customers.
Similarly, Zendesk offers a user-friendly help desk solution, placing focus on customization options and trying to have the best user interface among customer service platforms. While Zoho Desk has a more integrated approach, Zendesk focuses on...
Zendesk
Used by 2636 members
Create a customer success support suite that is accessible and available to your customers at all times.
6 months free (with AI Agents and Copilot)
Save up to $50,000
Zoho Desk and Freshdesk are both highly regarded customer support platforms, yet they cater to businesses in distinct ways, reflecting differences in their design philosophy, feature sets, and user interface.
The primary distinction between Zoho Desk and Freshdesk lies in their approach to customer support management and the ecosystems they integrate with.
Zoho Desk is lauded for its deep integration with the Zoho ecosystem, making it an ideal choice for businesses already utilizing other Zoho products like Zoho CRM, Zoho Projects, or Zoho Analytics. It offers a highly customizable experience, enabling businesses to tailor workflows, automate processes, and gain insights through its robust reporting tools. One of its standout features is Zia, an AI-powered assistant that helps with ticket classification, sentiment analysis, and even provides recommendations for agents. This focus on AI-driven automation and seamless integration makes Zoho Desk particularly appealing to businesses...
Freshdesk
Used by 389 members
Customer service software to optimize your client communication
14 days free
Save up to $20
05 Who is Zoho Desk best for according to our reviewers?
-
Financial Teams
Zoho Desk is useful for these teams in handling office reports and cash management. They can also utilize its invoicing tool for sending small bills to clients. However, they might find the need for more customizations and avoidance of unnecessary steps. -
Social Media Managers
Zoho Desk offers seamless social media post creation and scheduling, making it a great tool for managing social media channels. It also provides basic analytics, even in the free version -
Small to Medium Businesses
These businesses can benefit from Zoho Desk's user-friendly ticketing system and time-saving automation features. It allows them to monitor issue resolution speed, keep track of tickets, and manage resource allocation effectively -
Customer Support Teams
Zoho Desk provides a platform for these teams to enhance their support billing and professionalism. They can generate support tickets using its social network aggregation tool and establish specialized divisions with the help of AI -
Entrepreneurs
New entrepreneurs can find Zoho Desk incredibly helpful in scheduling future posts across multiple platforms. Even the free version allows effective management of social media channels
06 Zoho Desk Reviews
Zoho Desk rating
Zoho Desk Reviews
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Pamela W
Streamlining Customer Interactions: A Standout Social Media Integration
The social media integration is a standout feature, allowing us to manage customer interactions across different platforms from one place
September 16, 2024
-
Jessica Garcia
Mobile App: Empowering On-the-Go Support
The mobile app is a great addition, enabling us to provide support on-the-go
September 9, 2024
-
Justin A
Finest Expense App I've Ever Used
I believe Zoho-Desk is the best expense app I've ever used for our office reports and cash handling. However, it could benefit from customizations and avoiding unnecessary steps.
September 3, 2024
-
Jessica
Tailoring Your Needs: A Review of Zoho Desk's Customization Options
I appreciate the customization options that Zoho Desk offers, allowing us to tailor the software to our specific needs
August 27, 2024
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Lauren
Zoho Desk's Seamless Integration Capabilities
The integration capabilities of Zoho Desk are excellent - it seamlessly integrates with our existing CRM and other Zoho products
August 18, 2024
-
Joan Johnson
This has been the most user-friendly platform
Zoho-Desk has been the simplest platform for managing our social media channels. Initially, we were apprehensive about the learning curve, but after following Zoho's comprehensive tutorial on YouTube, we immediately felt confident using it. If we can handle it, anyone can!
August 12, 2024
-
Abigail E
Zoho Desk: Revolutionizing Efficient Customer Support Management
I appreciate Zoho Desk's user-friendly ticketing system and time-saving automation features. However, I think its integration with other Zoho products could be improved and its reporting features could be more robust.
August 6, 2024
-
Janet R
Great App BUT Terrible Customer Service
The app is good but the customer support is terrible. Whenever I try to chat with support, I often get a message saying they missed me and will get back to me shortly. However, shortly usually means days. Once I report an error, they disappear until I send reminders. Some of my friends have subscribed to Quickbooks, which might be more customer-friendly. Zoho, you will lose clients if you don't provide any support!
July 28, 2024
-
Kayla Davis
ZohoSocial Provides Effortless Posting
I really appreciate Zohosocial for its seamless social media post creation. I particularly enjoy its scheduler and Zia.
July 22, 2024
-
Sandra Brown
Zoho Desk: Streamlining Ticket Management with Automation
Using Zoho Desk, I can monitor how quickly each issue is being addressed, ensuring our support staff stays on task. This makes us appear more professional from a client's perspective. We use it to enhance our support billing by keeping track of tickets, requiring agents to report the time they spend on tickets, and overseeing resource allocation on a client-by-client basis. We prefer to use its social network aggregation tool to generate support tickets. With the help of AI, we can now establish specialized divisions and automatically generate tickets. However, two other businesses using Zoho have confirmed that the email system and spf/dkim verification do not work. No one here can confirm these parameters. I switched to Zoho Desk because it meets my needs and handles customer requirements without any issues. The ability to view all correspondence within a relationship is a significant time saver.
July 15, 2024
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Secret has already helped tens of thousands of startups save millions on the best SaaS like Microsoft Teams, Google Workspace & many more. Join Secret now to buy software the smart way.